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Previously Registered Surge

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‎08-11-2016 16:19

‎08-11-2016 16:19

I was given a Surge a month or two ago and soon after the band near the face of the Surge started to bubble. I noticed yesterday that the band tore. After contacting support via chat I was told that it had already been replaced and they wouldn't be able to repair or replace even though it is still under warranty. Should I contact them again or chalk it up as a loss?
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‎08-12-2016 00:38

‎08-12-2016 00:38

When fitbit replace a tracker under warranty they don't always ask that the original tracker is returned to them. It sounds like they think that's what happened in your case and you have been given a Surge that has been replaced on the basis that it was defective.

 

If you are sure this is not the case then getting back to them is the right thing to do. But if it is possible that you have been given a supposedly defective Surge then there's nothing you can do.

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‎08-15-2016 05:23

In response to SteveH

‎08-15-2016 05:23

@zstephanie Welcome to our Community! Sorry to hear that your Surge's wristband is damaged. Robot Sad The warranty applies to the original purchaser so like @SteveH said if your tracker was a gift but bought new and no replacement has been issued for it then you can contact our Support Team. If the case was that you got a tracker that was replaced with a new one to the original purchaser then the one you have will not be applicable for a replacement since it has already been replaced. You can check our warranty policy to know more about this.

 

I'll be around!

Alvaro | Community Moderator

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